Senior Director-Program Management

• Serve as the primary strategic partner and program lead for assigned client(s), building trusted relationships across legal, operational, and business stakeholders
• Develop a strong understanding of client business priorities, legal service needs, and operating models to proactively align firm resources and delivery
• Represent the firm with confidence and credibility in executive-level client meetings, steering committees, and business reviews
• Act as the primary escalation lead for complex client issues, ensuring clear ownership, timely resolution, and proactive communication
• Partner with internal leadership (practice groups, operations, and business teams) to align client priorities with firm capabilities and capacity
• Drive client engagement and adoption of firm processes, tools, and service delivery enhancements

• Own and lead end-to-end program management and governance across the client relationship, particularly for high-volume or complex portfolios of work (e.g., matters, projects, or managed services)
• Establish and operate a Vendor Management Office (VMO) / program governance framework, ensuring consistency, transparency, and accountability
• Lead governance cadences (QBRs, executive business reviews, operational updates), delivering insight-driven, executive-ready outputs
• Oversee workload management, intake coordination, prioritization, and resource alignment across internal teams and external partners
• Ensure disciplined execution of program standards, including documentation, reporting, and escalation pathways

• Lead root cause analysis (RCA) efforts on delivery issues, escalations, or service gaps, translating findings into sustainable improvements
• Identify friction points in the end-to-end client service experience (from intake through delivery) and design scalable solutions
• Improve key performance metrics, including client satisfaction (CSAT), turnaround times, and delivery quality
• Build and refine processes that support scalable, repeatable legal service delivery in a high-demand environment
• Proactively anticipate client needs and risks, shifting from reactive issue management to a forward-looking service model

• Oversee development of program reporting, dashboards, and analytics to provide visibility into performance across matters, workload, and service delivery
• Monitor and analyze client data to identify trends, risks, and opportunities for improvement or expansion
• Translate complex data into clear, concise insights and compelling executive narratives
• Create and deliver high-impact presentations and structured problem/solution frameworks for client and internal stakeholders
• Ensure reporting is consistent, accurate, and aligned with both client expectations and firm standards

• Partner with clients to understand evolving legal and operational needs, recommending practical, forward-looking solutions
• Identify opportunities to enhance service delivery, improve efficiency, and deepen the overall client relationship
• Translate insights into actionable strategies that drive productivity, profitability, and long-term partnership value
• Support growth and retention through strong alignment of client needs, operational execution, and firm capabilities

• Strong, trusted client relationships with alignment across legal, operational, and executive stakeholders
• Consistent, high-quality governance and communication across all levels of the client organization
• Proactive and effective management of escalations, issues, and service delivery risks
• Clear, insightful reporting and polished executive storytelling that drives decision-making
• Measurable improvements in operational performance, efficiency, and client satisfaction
• A well-structured, scalable program model that simplifies complexity and supports growth

• Bachelor’s degree in Business, Operations, or related field (or equivalent experience)
• 12–15+ years of experience in program management, consulting, client management, or operations leadership, preferably supporting complex clients
• Experience working within or alongside legal services, law firms, or professional services environments
• Proven ability to manage large, complex client relationships with multiple stakeholders and high expectations
• Experience operating within or leading a PMO, VMO, or governance-driven function
• Exceptional executive presence and communication skills, including experience influencing senior stakeholders
• Strong analytical skills with the ability to translate data into insights and actions

• Background in consulting or advisory environments (e.g., Deloitte, Accenture, etc.)
• Experience supporting managed services, alternative legal services, or high-volume matter portfolios
• Track record of building scalable operational frameworks in client-facing environments

• Executive communication & storytelling
• Structured problem solving and consulting mindset
• Stakeholder management and influence
• Operational rigor and attention to detail
• Navigating complexity with clarity and control
• Ownership mindset with a bias for action

Note: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required and are not intended to be an exhaustive list of all duties, responsibilities or qualifications associated with this job. 

Berry Appleman & Leiden is an Equal Opportunity Employer. It is the policy of BAL to ensure an equal employment opportunity without discrimination or harassment on the basis of race, color, national origin, religion, gender, gender identity or expression, age, disability, alienage or citizenship status, marital status, creed, genetic predisposition or carrier status, sexual orientation or any other characteristic protected by law. BAL prohibits and will not tolerate any such discrimination or harassment. 

BAL does not accept unsolicited resumes from recruiters or employment agencies. BAL is under no obligation to pay any referral compensation or recruiter fee in the absence of a current executed Recruitment Services Agreement. In the event a recruiter or agency submits an unsolicited resume or candidate without an agreement, BAL reserves the right to pursue and hire said candidate(s) without any financial obligation to the recruiter or agency. Any unsolicited resumes, including those submitted to hiring managers, shall be deemed the property of BAL. If your agency would like to be considered as a potential recruiting partner, please forward your contact information to Recruitment@BAL.com.